Note: The job is a remote job and is open to candidates in USA. Acuity, Inc. is a technology consulting firm that supports federal agencies, seeking a Production Operations / O&M Engineer to ensure the operation, sustainment, and production readiness of a federal Enterprise API Gateway environment. The role involves monitoring operations, incident response, service restoration, and maintaining reliable performance across various environments.
Responsibilities
- Monitor enterprise API gateway environments, including the current IBM webMethods baseline, hybrid on-prem/cloud components, OpenShift/containerized gateway components, and approved target-platform or dual-run environments, and support 24x7 production operations, alert response, and service continuity
- Triage incidents and service requests, assess operational impact, assign severity, and coordinate timely response through approved ticketing processes
- Support restoration of gateway services by troubleshooting availability, routing, connectivity, latency, error-rate, authentication, authorization, telemetry, and configuration issues
- Document incidents, service requests, corrective actions, resolution status, and operational evidence in ServiceNow
- Support root cause analysis for production incidents, including event timelines, contributing factors, recurrence risks, corrective actions, and follow-up validation
- Support patching, vulnerability remediation, certificate updates, configuration changes, and platform currency events affecting gateway operations
- Validate monitoring, alerting, dashboards, log flows, backup/restore procedures, disaster recovery procedures, and operational handoffs after applicable changes
- Perform post-change smoke testing, regression checks, operational readiness validation, and production-readiness evidence collection
- Prepare operational reports, availability inputs, incident trends, RCA materials, runbook updates, and knowledge-transfer artifacts
Skills
- Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent relevant experience
- 5+ years of experience supporting production operations, application operations, platform operations, API platforms, middleware, or enterprise integration environments
- Experience supporting 24x7 production operations, incident triage, service restoration, escalation coordination, and operational reporting
- Experience using ServiceNow for incident, service request, change, problem, and RCA documentation
- Experience troubleshooting production issues involving availability, latency, routing, connectivity, errors, authentication, authorization, monitoring, logging, or configuration
- Experience supporting monitoring, alerting, dashboards, log analysis, performance reporting, and operational trend analysis, including AppDynamics, ELK, OpenTelemetry, or comparable observability tools
- Experience supporting patching, vulnerability remediation, certificate updates, backup/restore validation, disaster recovery exercises, or platform currency activities
- Experience performing post-change validation, smoke testing, regression checks, readiness reviews, and evidence collection for production changes
- Experience supporting IBM webMethods API Gateway or comparable enterprise API gateway products such as Kong, Google Apigee, MuleSoft Anypoint API Manager, Microsoft Azure API Management, AWS API Gateway, IBM API Connect, Red Hat 3scale, Axway Amplify, WSO2 API Manager, Tyk, or similar platforms
- Strong written communication skills for incident documentation, RCA materials, operational reports, runbooks, validation evidence, and knowledge transfer
- Must be a U.S. Citizen with the ability to obtain and maintain U.S. federal suitability
Benefits
- Personalized development plans, mentorship, and up to $3,000 annually for training and certifications and up to $3,000 for degree seeking programs
- Competitive compensation, comprehensive benefits, and a strong focus on work-life balance
- Diverse, inclusive environment where everyone feels respected, supported, and empowered to succeed
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